Downsizing & Mutual Exchange Specialist

London Borough of Waltham Forest; New Addington; On-site; GBP 32,000 - 42,000; Full time

Job summary

The London Borough of Waltham Forest is seeking an enthusiastic Voids Officer (Downsizing & Mutual Exchange) to join the Central Voids Team on a 12-month fixed-term basis. You will support tenants looking to downsize or move, conduct home visits, assess housing needs, and guide residents through Mutual Exchange processes.

You'll engage with tenants, manage a caseload, and work with Allocations, Tenancy Management and Repairs teams to maximise housing mobility and meet KPI targets.

Qualifications

• Experience of working within a housing, lettings, allocations, tenancy management, voids, housing options or customer service environment.
• Experience of managing customer cases and delivering positive outcomes within challenging timescales.
• Strong customer service skills with the ability to build trust and engage effectively with a diverse range of residents.
• Excellent communication, negotiation and influencing skills, both written and verbal.
• Experience of working with vulnerable residents and understanding the barriers they may face when moving home.
• Good organisational and time management skills, with the ability to manage competing priorities and meet performance targets.
• The ability to work independently whilst also contributing positively to team objectives.
• Strong IT skills, including experience of using housing management systems and Microsoft Office applications.
• Experience of maintaining accurate records, analysing information and producing reports.
• An understanding of housing management, allocations, lettings, downsizing or Mutual Exchange processes would be advantageous.

Responsibilities

• Proactively identify and engage with tenants who are under-occupying their homes and may benefit from downsizing.
• Manage a caseload of downsizing and Mutual Exchange applications from initial enquiry through to successful move completion.
• Undertake home visits and housing needs assessments to understand tenants' circumstances and housing requirements.
• Provide practical, personalised support to residents throughout the moving process, including bidding, viewings, sign-ups, removals and utility transfers.
• Support and facilitate Mutual Exchange opportunities for residents in our council stock wanting to downsize, including supporting tenants to register on HomeSwapper and identify suitable matches.
• Ensure Mutual Exchange applications are processed efficiently and within statutory timescales.
• Work closely with Allocations, Tenancy Management and Repairs teams to maximise housing mobility and minimise delays.
• Support the allocation of suitable void properties to downsizing households and help maximise use of available housing stock.
• Maintain accurate records, monitor performance data and contribute to the achievement of pilot outcomes and service KPIs.
• Provide high-quality advice, guidance and customer service to residents, partners and stakeholders.
• Contribute to reducing overcrowding, releasing larger family homes and supporting the Council's wider housing objectives.

Skills

Customer service

Communication

Organisation

Negotiation

Housing management systems

MS Office

Education

GCSE English & Maths or housing qualification

Tools

HomeSwapper

Job description

The London Borough of Waltham Forest is seeking an enthusiastic Voids Officer (Downsizing & Mutual Exchange) to join the Central Voids Team on a 12-month fixed-term basis. You will support tenants looking to downsize or move, conduct home visits, assess housing needs, and guide residents through Mutual Exchange processes.

You'll engage with tenants, manage a caseload, and work with Allocations, Tenancy Management and Repairs teams to maximise housing mobility and meet KPI targets.